Refund Policy
Effective Date: January 1, 2025
At Zip Bank ("Zip Bank", "we", "us", or "our"), we aim to provide reliable and secure financial services. This Refund Policy outlines the conditions under which customers may request and receive a refund for transactions processed through our platform, including our website (https://zipbank.icu) and mobile application (the “Platform”).
By using our services, you agree to this Refund Policy.
Refunds may be initiated in specific, eligible scenarios, as outlined in this policy. However, Zip Bank does not guarantee refunds for every transaction, especially in cases where the issue arises from user error, negligence, or failure to follow provided instructions.
We reserve the right to decline a refund request if we believe there is evidence of abuse, fraud, or if the transaction was completed correctly.
Refunds may be granted under the following circumstances:
If you identify a transaction you did not authorize, please notify us immediately. Upon investigation and confirmation that the transaction was unauthorized, we will initiate a full refund.
Conditions:
The incident must be reported within 48 hours of the transaction.
Proof of identity and other verification may be required.
The transaction must not be the result of account compromise due to user negligence (e.g., sharing passwords, PINs, or OTPs).
Refunds may be issued if a transaction fails due to system error or if funds were debited but not delivered to the intended recipient (e.g., failed fund transfer or top-up).
Conditions:
The issue must be reported within 3 business days.
Confirmation must be obtained from both the sender and recipient (if applicable).
No refund will be made if the failure is due to incorrect beneficiary details provided by the user.
If you are charged more than once for the same transaction due to a system error or payment gateway issue, a refund for the duplicate charge will be issued.
Conditions:
Proof of duplicate charges must be submitted.
Applicable within 7 days from the date of transaction.
The following types of transactions are non-refundable:
Transactions authorized by the user and completed successfully.
Bill payments, airtime purchases, or any transaction where a third-party service has already been delivered.
Crypto purchases or asset-based transactions with fluctuating value.
Gift card redemptions or withdrawals.
Fees and service charges (unless caused by a technical error).
To request a refund, please contact us through any of the following:
Email: support@zipbank.icu
Live Chat: Available in-app and on our website
Support Center: Submit a request via your Zip Bank dashboard
Information Required:
Full name and account email
Transaction reference ID
Date and amount of transaction
Reason for refund request
Supporting evidence (e.g., screenshots or bank statement)
Refund processing time depends on the nature of the transaction and investigation required:
Internal errors or duplicate charges: 1–3 business days
Third-party failures (e.g., billers or partner banks): 5–10 business days
Fraud or unauthorized activity: Up to 15 business days, pending investigation
Refunds will be credited to your Zip Bank account or original payment method, unless otherwise agreed.
If you are not satisfied with the outcome of your refund request, you may escalate the issue to our customer success manager at disputes@zipbank.icu.
Further disputes may be directed to the appropriate financial regulatory body in your jurisdiction if internal resolution fails.
We reserve the right to update this Refund Policy at any time. Changes will be communicated via email or on our website. Continued use of our services after any such updates constitutes your acceptance of the revised policy.
If you have questions or require further clarification regarding this Refund Policy, please contact:
Email: support@zipbank.icu
Website: https://zipbank.icu